This view contains basic status information about the service poolqueue, list of users connected to that specific service poolqueue, and also information about their status: are they active and ready to handle the service calls, etc.
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Queue name is displayed at top
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Queue phone numbers are listed below the
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queue name
Numbers
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in boxesindicate how many agents are
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A user list displays the current users in the pool
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in a specific state. First three boxes can also be clicked to filter those agents.
List of users displays the current users in the queue
Buttons at top right:
Manage - Optional feature. Opens a view for managing this queue's settings, such as phone numbers, schedule, prompts, IVRs, etc.
Add users - Add users to this queue. See below.
Set age bonus - Optional feature. See below.
List of users has the following columns:
Checkbox for activating, deactivating, removing and copying (see below) the users of the
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queue. Deactivated users are not receiving calls from the
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queue. Selecting any checkbox reveals the action buttons at bottom of the screen. Depending on your permissions, you may not be able to select some of the rows.
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User availability and name - Availability is indicated with a colored circle. Hovering mouse on the circle reveals full availability details.
Free - Green or red icon: Users that can immediately be allocated to. A user is free in a queue when they are active in the queue and are receiving queue calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
User - the name of the user
Active - Switch to activate or deactivate user. User needs to be active to receive calls. Deactivated users are not receiving calls from the
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queue.
Ongoing call - Red calling icon is displayed when a user is having an ongoing call in this
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queue
Talking on the
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queue - Name of the
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queue, if user is having a service call.
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Free - Yes or No (-): Users are free when they are active in the pool and are accepting service calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Receive queue calls - Yes or No (-): The user is accepting service calls. This is required and the user activated in a service queue in order to receive calls from that queue.
Skill level - If the
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queue is using skill levels, then the slider is displayed for setting the skill level of the user. Moving the slider saves the change immediately.
Wrap-up time - Optional feature. When service call has ended, wrap-up time is activated automatically by the system and new service calls are not allocated to the user during the wrap-up time. Column displays a timer indicating how much wrap-up time the user has left.
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Availability is indicated with a colored circle and the availability state name. Possible note text and end time is displayed.
Column headers can be clicked to sort the list.
Buttons at top right can be used to access settings and to add users:
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Copy users to selected
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queues
After selecting users from the Pool Queue details view, an option a button for Copy is offeredusers is displayed at bottom of the screen. Copying here means copying the selected users to one or multiple target poolsqueues. This can be useful when several users need to be added to a busy service pool queue quickly.
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Selecting Copy users option opens a new view where target poolqueue(s) are selected:
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Clicking Copy now button copies the users to target poolqueue(s). Users also remain unchanged in the source poolqueue.
Users will be active in the selected pools queues immediately after copying.
Settings
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Set age bonus link opens a dialog where age bonus can be changed if that feature is available for the poolqueue.
Please note: Age bonus functionality is not available in this view if you have queue management tools enabled. In that case you can change age bonus (queue priority) in queue management tools.
Age bonus - service
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queue priority
Settings Set age bonus dialog contains a slider which is be used for defining a service poolqueue's priority. The priority is defined using Age bonus setting. An age bonus is used to prioritize service calls between poolsqueues. The age bonus makes the calls appear “older” than they actually are. A higher age bonus means that calls in the pool queue are prioritized first since they appear older and are allocated first to serving users.
Age bonus can be selected from 0 min to 10 min in 30 sec steps. Clicking on the Show large time range checkbox extends this time range to 166 min 40 sec (10 000 seconds) 3 hours with steps of 1 min.
If there are already calls in queue, then changing the priority value changes also the priority of existing calls in queue.
Cancel Close and Save buttons at the bottom are used to save or discard any possible changes. Both close the dialog.
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This view lists users who can be added to the poolthe queue.
Add users as active switches between adding the users active or inactive.
Users are added to the pool queue by selecting them with checkboxes. Selecting any checkbox reveals the Add button at bottom of the screen.
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